Description
Service Request Manager (French speaker)
I am currently hiring a French speaking Service Request Manager for an exciting project at a global clients Budapest location. This will be a long term opportunity with a rolling 6 month contract which will be based on performance.
The Service Request Manager is responsible for managing the life cycle of all Service Requests. The primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. To this purpose the Service Request Manager maintains information about known Errors and Workarounds. Analyze the escalations received, and follows up with the responsible Team to correct it. Identifies gaps and make recommendations regarding the existing processes. Ensures governance support over the Service Desk and other vendors regarding Service Request management. Performs reporting and inventory and manages SLA/KPI regarding Service Request Management.
Tasks/Performance targets:
Provide governance services for Service Request management for below area:
- Responsibility for handling enterprise customers' IT and Telecommunication service requests including all commercial, problem solving and delivery aspects
- Taking ownership of the timely completion of the customer request: from technical design, pricing/proposal creation and ordering
- Directly performing some pricing and ordering activities and involves other departments and third-parties as necessary like technical department
- Keeping the requestor informed about the progress of his/her request via direct contacts and system updates
- Managing the handovers between the different departments and promptly raises and resolves any issue
- Act as an escalation point for the above area.
- Suggest improvement points in the current process, create new ones
- Adhere to Service Management Processes and Procedures related to Service Request Management
- Ensure customer satisfaction by consulting other resolvers, stakeholders and other services. Provide recommendations on best practices.
- Reporting regarding the activity performed under Service Request Management
Required:
- Has knowledge on ITIL concepts/ITIL Foundation Certification
- Fluent English and French language knowledge
- Advanced French language knowledge
- At least intermediate English knowledge
- Working knowledge/experience in supporting operations and interacting with customer/user/vendors
- Should have the knowledge of Multi-vendor environment - should be min 4-5 years experienced in the given area
- Good monitoring, communication, coordination, analytical, documentation skills
- Experience in using MS Office applications (Word, Excel, PowerPoint, etc.), ITSM tool (Service Now), SharePoint
Advantages:
- Certified ITIL Intermediate Service Operations
If you are interested in this position, please send me your CV ASAP for immediate consideration.
If you are not interested in the role but know someone that may be interested or a good fit for it, please help me and them out by sending me their details or them the details of this role so they can get in touch with me about it.